Customer Support Specialist

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Job description

The Customer Support Specialist team member directly communicates with customers to provide incident support and resolution, customer training, and is responsible for maintaining healthy customer relationships while providing world-class customer service. The Customer Support Specialist position is responsible for communicating escalated incidents, customer concerns, and software issues and takes ownership of PrismRBS, product offerings by providing end-user testing and escalating feedback from customers to the appropriate channels. This is a non-exempt, non-supervisory position, reporting to the Support Supervisor.A strategic partnership between Nebraska Book Company, Prism RBS is dedicated to transforming the campus retail experience by providing world class solutions and service. Through our state-of-the-art eCommerce tools, real-time analytics and time saving back-office software, we enable campus retail operations to have a more positive experience and make a greater impact in the campus marketplace.Primary responsibilities include:• Providing guidance and educating customers on PrismRBS software, hardware, and operating systems• Providing world-class customer support to clients via phone, email, and designated ticketing system• Accurately logging, analyzing, and resolving incidents and service requests using designated ticketing system• Meeting Service Level Objectives for incidents and service requests• Prioritizing work based on severity and priority of incident, service request, or problem• Identifying and escalating priority incidents while providing customers with continuous communication• Interacting and coordinating with other teams to resolve customer incidents and service requests• Interacting and coordinating with third-party software vendors and partners• Remaining knowledgeable on software release information while continuing to self-educate on software and hardware changes and applicable updates• Configuring new systems and test enhancements to the software and hardware• Assisting in identifying areas of improvement for customer and user training of software, hardware, and operating system• Complying with all company personnel policies and practices as well as all federal, state, and local standards/requirements• Other duties as assigned• Strong interpersonal and customer service skills• Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users• Excellent problem-solving and troubleshooting skills• Ability to prioritize and multi-task in a fast-paced environment• Desire for continued education and the ability to embrace changes in technology and work environment• Ability to exhibit exceptional planning and organization skills• Strong organizational skills including being detail-oriented, highly adaptable, and able to work autonomously• Ability to build relationships and work both collaboratively and independently• Comfortable training customers in a hands-on classroom setting and online• Willingness to travel to customer stores in the United States and Canada for training and implementation• Desire to display and withhold company culture and standardsPreferred Experience/knowledge:• Associates degree• At least one year of experience in software or technical call center support